We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 4393 results
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Decision Reference DRN-4501389
27 Feb 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4501389 The complaint Mr S complains Tesco Personal Finance PLC trading as Tesco Bank sent him a new credit card but didn’t initially explain why. What happened When Mr S received a new credit card he believed it was because his existing credit card was due to expire. He’s then found o... (2 pages)View decision -
Decision Reference DRN6249329
21 Jan 2020 Markerstudy Insurance Company Limited UpheldInsurance (excluding PPI)Mr H has complained about the fact that Markerstudy Insurance Company Limited took too long to deny liability having received a claim against him from a third-party representative on his motor insurance policy. backgroundMr H got a letter from Markerstudy on 14 March 2018 telling him a thi... (2 pages)View decision -
Decision Reference DRN-3131774
21 Nov 2021 Covea Insurance plc Not upheldInsuranceDRN-3131774 The complaint Mr B complains that Covea Insurance plc unfairly said his motor insurance policy was void and declined to pay a claim. Where I refer to Covea, I include the insurance broker and others insofar as I hold Covea responsible for their acts and omissions. What happened... (3 pages)View decision -
Decision Reference DRN-5004567
5 Sep 2024 Atlanta Insurance Intermediaries Limited Not upheldInsuranceDRN-5004567 The complaint Mr M complained that his motor policy unfairly auto-renewed with a new insurer, Atlanta Insurance Intermediaries Limited U K Insurance Limited (“Atlanta”), when his current insurer was no longer able to provide him with cover. What happened As Mr M’s current in... (3 pages)View decision -
Decision Reference DRN-2707619
2 Jun 2021 Haven Insurance Company Limited UpheldInsuranceDRN-2707619 The complaint Mr M complains that Haven Insurance Company Limited cancelled his motor insurance policy and retained his premiums. What happened Mr M took out a policy with Haven. Some months later, Haven found that the ownership of Mr M’s car had changed. So, as it thought Mr M... (3 pages)View decision -
Decision Reference DRN-3652058
15 Sep 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3652058 The complaint Mr R complains that National Westminster Bank Plc (“NatWest”) won’t refund money he lost when he fell victim to an investment scam. What happened The detailed background to this complaint is well known to both parties, so I won’t repeat it again here. Instead, I’l... (2 pages)View decision -
Decision Reference DRN5264826
7 Oct 2019 esure Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains about the valuation esure Insurance Limited (“Esure”) placed on his car after it was assessed as being a total loss.backgroundMr B has a car insurance policy with Esure. In December 2018 Mr B had a car accident. His car was positioned in between two walls at an angle. It was... (2 pages)View decision -
Decision Reference DRN3332986
15 Jan 2018 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs H have complained that Bank of Scotland plc (“BOS”) mis-sold an Ultimate Reward Current Account (“URCA”) packaged bank account to them in 2010. backgroundTwo of our adjudicators have looked into Mr and Mrs H’s complaint already and they didn’t think BOS had... (2 pages)View decision -
Decision Reference DRN6862196
7 Oct 2015 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr L says Advantage Insurance Company Limited wrongly settled a claim against his motor insurance policy. He also says its advisors were rude to him.background An accident involving Mr L was reported to Advantage by the other party’s insurer in November 2013. It took... (2 pages)View decision -
Decision Reference DRN4946543
21 Aug 2015 National Westminster Bank Plc Not upheldBanking and creditMr O has complained that National Westminster Bank Plc (“NatWest”) mis-sold him an Advantage Gold packaged bank account in 2008. He paid a monthly fee for the account which provided some benefits in return.Mr O has used a claims management company (CMC) to bring ... (2 pages)View decision
